Reduce Support Ticket Resolution Time with Text Snippets
Updated: August 08, 2023The success that you have in a customer service or customer relations position is heavily weighed on your ability to resolve support tickets as quickly as possible. However, having a low time to resolution (TTR) is not simple or easy. You are expected to do the difficult job of successfully giving a solution that can fix the customer’s issue without making any errors in your instruction. Additionally, how well you do this job is almost solely determined by how quickly you accomplish that goal.
Individuals in customer service positions always need ways to improve their TTR. If you or your team has slow or inconsistent responses to customer issues because of poor internal communication, insufficient training, a high volume of requests, or a lack of standardized processes, your customers may start to become annoyed with their responses.
To help with decreasing your TTR, we’ve compiled a list of text templates that you can use to quickly resolve various common customer issues.
Dealing with negative feedback
When we pay for something that we are excited to use, we want it to work perfectly. It is important to stay calm and helpful when responding to customers who are negative or angry. Whether you are asking for more information or simply giving a refund, prepared and quick responses can go a long way with these customers.
Requesting More Information Copy Snippet Copied!
Subject: Response for Ticket#
Dear [Customer Name],
We want you to know how sorry we are for your negative experience with our product. We know how difficult it can be to have things not work as expected. At [Company Name], we want to provide customers with the best experience possible when they use our products.
To better assist with your issue, could you please provide more information regarding what the issue is and how the issue arose? This will allow us to better assist you in remedying your problems.
Rest assured that we take your concerns seriously; additionally, we will work diligently to resolve your issues as quickly as possible.
We hope to solve your issue soon, and we greatly appreciate your cooperation at this time. Once again, we deeply apologize for the inconvenience.
Best Regards,
[Your Name]
Response Regarding Negative Customer Service Interactions Copy Snippet Copied!
Subject: Your Recent Experience
Dear [Customer Name],
I’m sorry to hear that you had a negative experience with our customer service. We understand how frustrating it can be to receive poor service, and we apologize for falling short in this regard.
Please know that we take your concerns seriously and are committed to resolving the issue as quickly as possible. Can you please provide me with more information about your experience so that we can better understand the situation and take corrective measures?
Thank you for your patience and understanding, and we hope to restore your faith in our customer service soon.
Best Regards,
[Your Name]
Apologetic responses
In any size of the company, mistakes can happen. Things can get lost in the mail, orders get misplaced, or orders can be damaged. When a ticket arises that has issues similar to these, it is essential to respond with quick and consistent solutions.
Process Delay & Discount Offer Copy Snippet Copied!
Subject: Processing Delay for Order#
Dear [Customer Name],
I am writing to apologize for the delay in processing your recent order with us. We understand that your time is valuable and we have fallen short of your expectations.
We want to assure you that we are doing everything we can to resolve the issue and get your order to you as soon as possible. In the meantime, we would like to offer you a [discount/free shipping] on your next purchase with us as a gesture of our appreciation for your patience.
Thank you for your understanding and continued support. Please do not hesitate to contact us if you have any further questions or concerns.
Best Regards,
[Your Name]
Shipment Error and Refund Copy Snippet Copied!
Subject: Apology for Incorrect Shipment
Dear [Customer Name],
We apologize for sending you the incorrect product. We are taking steps to make sure that this never happens again. Furthermore, we are offering you a full refund or replacement of the product that you originally ordered, free of charge.
Your [Product Name] will arrive promptly. We wholeheartedly apologize for the inconvenience.
Thank you for bringing this error to our attention, and we hope to continue doing business with you in the future.
Best Regards,
[Your Name]
Defect in Your Order Copy Snippet Copied!
Subject: Apology for Defective Product
We apologize for the defect in the product that you received. At [Company Name], we pride ourselves on providing the best and highest quality products. We are taking steps to make sure mistakes like these do not happen again. Furthermore, we are offering to resend a replacement for your current product or a full refund, whichever you would rather.
Thank you for bringing this error to our attention. We wholeheartedly apologize for the inconvenience and hope to continue to do business with you in the future.
Best Regards,
[Your Name]
Closing support requests
When you have given a customer a solution to their problem, you should always follow up if they have not responded that the solution worked. Following up shows the customer that you value if their solution is solved; however, these responses can be time-consuming and incredibly similar. Using snippets can decrease the amount of time it takes to send these emails while still maintaining a personal touch.
Awaiting a Customer’s Confirmation Copy Snippet Copied!
Subject: [Ticket #]: Awaiting Your Confirmation
Dear [Recipient’s Name],
According to our records, we provided a solution for your issue in Ticket #[Ticket #]. Because we care about you and your issue’s resolution, we kindly ask you to confirm the solution’s effectiveness and success.
If you could please reply to this email with your confirmation of success or need for further assistance, it would greatly aid our customer service process. If we do not hear from you within [Timeframe], we will assume the issue is resolved and close the ticket.
If you have any other questions or concerns, please feel free to contact us at [Support Email] or [Support Phone Number].
Best Regards,
[Your Name]
Post-resolution Email Copy Snippet Copied!
Post-resolution Email
Subject: [Ticket #]: Post-resolution Follow-up
Dear [Recipient’s Name],
It has been a few weeks since we resolved Ticket#[Ticket #] regarding [Short Description]. In order to uphold our priority of helpful and timely customer service, we were wondering if there have been any further problems since we resolved the problem. Has everything been running effectively? Have any other issues come up?
If so, please contact us at [Company Email] or [Company Customer Service Phone]. We would be glad to help resolve your issues as quickly as possible.
Thank you for selecting [Company Name] for your support needs.
Best Regards,
[Your Name]
Final thoughts
Having a library of response templates allows you to quickly respond to support requests with communication that you’ve known to be effective. They enable you to meet the needs of each customer who needs support and decrease the time you would spend on each ticket.
TextExpander allows you to easily create, share, and refine these templates across team members. If you have a set of templates that you find to be especially helpful, you can send these templates to other team members so that your team can have an effective and unified brand voice. Sharing these snippets with other team members can only strengthen your company’s customer service operation.
Learn more about how TextExpander can help your customer support team, or get started today with a 30-day free trial of TextExpander.
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